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USER GUIDE

CONNECT
Product version 4.3
Vista Entertainment Solutions
Published on 2 August, 2013

Copyright Notice
Copyright © 1996-2013 Vista Entertainment Solutions Ltd.
All rights reserved.
Vista is a Registered Trademark of Vista Entertainment Solutions Ltd.

All rights reserved.

Trade Secret Information of Vista Entertainment Solutions Ltd, 1996-2013. This program is protected by
licensed terms applicable to New Zealand and International copyright laws.
The software contains proprietary information of Vista Entertainment Solutions Ltd; it is provided under a
license agreement, which must be entered with Vista Entertainment Solutions Ltd, containing restrictions on
use and disclosure and is also protected by copyright law. Reverse engineering of the software is prohibited.
No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by
any means, electronic, mechanical, photocopying, recording or otherwise without the prior written permission
of Vista Entertainment Solutions Ltd.
Microsoft Word, Microsoft Office, Windows®, Windows95™, Windows98™, Windows2000™, Windows2003™,
WindowsXP™, Windows NT®, Windows Vista™, and Windows 7™ are trademarks of Microsoft Corporation.
Vista Entertainment Solutions Limited
PO Box 8279, Symonds St, Auckland, New Zealand
P: +64 9 984 4570

F: + 64 9 379 0685

www.vista.co.nz

Contents
Copyright Notice ____________________________________________________________________________ ii
About Vista ________________________________________________________________________________ 1
About VistaConnect _________________________________________________________________________ 1
About this document ________________________________________________________________________ 3
Creating user accounts in Back Office ___________________________________________________________ 4
Sites ______________________________________________________________________________________ 4
Site Groups ________________________________________________________________________________ 5
Configuring Connect for Vista IVR ______________________________________________________________ 7
Assigning employees to IVR user groups ________________________________________________________ 11
Choosing cinemas available through Vista IVR ____________________________________________________ 12
Choosing languages available through Vista IVR __________________________________________________ 13
Configuring Vista IVR call flow_________________________________________________________________ 14
Activating an IVR ___________________________________________________________________________ 14
Changing the description of an IVR server _______________________________________________________ 15
Filtering Cinemas by Area Code _______________________________________________________________ 16
Working with Phrase Manager ________________________________________________________________ 17
Creating a recording using a computer and microphone _________________________________________ 17
Selecting a recording______________________________________________________________________ 18
Editing a recording _______________________________________________________________________ 18
Importing a recording _____________________________________________________________________ 19
Approving a recording ____________________________________________________________________ 19
Revoking a recording _____________________________________________________________________ 20
Deleting a recording ______________________________________________________________________ 20
Listening to a recording ___________________________________________________________________ 21
Trimming a recording _____________________________________________________________________ 21
Customising a phrase recording script ________________________________________________________ 21
Exporting a script ________________________________________________________________________ 22
Reference information ______________________________________________________________________ 23

CONTENTS

iii

iv Contents IVR Server _________________________________________________________________________________ 23 IVR Server: Cinemas ______________________________________________________________________ 23 IVR Server: Call Flow Configuration __________________________________________________________ 24 Site ______________________________________________________________________________________ 25 Link Sites _______________________________________________________________________________ 27 Site Group ________________________________________________________________________________ 28 Glossary of Terms __________________________________________________________________________ 29 Index ____________________________________________________________________________________ 31 CONTENTS iv .

 Vista Projection — controls the export of cinema show-time schedules to automated projection systems.  Vista Facebook Ticketing — allows Facebook users to block out seats for a session. The product line is scalable so as to be suitable to exhibitors who run from one cinema to hundreds of cinemas. uploading of cinema performance data to Head Office.  Vista MobilePOS — utilises a Pocket PC based PDA to sell tickets and concessions while connected to the Vista system via a wireless network.  Vista Signs — manages configured animated messages on cinema signs including LED. maintenance and evaluation of loyalty programs. The booking system generates best fit schedules to download to the cinema. The suite includes an iPhone and Java app.  Vista IVR — an automated touch-tone phone booking system. transfer. and redemption of coupons.a customisable ATM ticketing system that features touch screen and state of the art multimedia technology for remote ticket sales either on or off-site. The base Vista Cinema product provides cinema-level Point of Sale and Back Office capabilities for box office and concessions sales. It is a system for planning and booking films across a circuit from a central location. It provides a centralised foundation for remote sales channels servicing multiple cinemas within a circuit. The Vista software system consists of a number of integrated products that cover almost all aspects of managing and operating cinemas. TV Monitors and Plasma. Cinema tickets can be purchased in real time through this application.About Vista Vista Entertainment Solutions develops software for the Cinema Exhibition industry.  Vista Loyalty . along with a Head Office module that consolidates all roster information. The optional modules include:  Vista Air Conditioning — provides an interface between base Vista and the air conditioning system to regulate air circulation and temperature depending on head count information stored in the Vista database. At least one installation of Vista Cinema is required for all Vista customers.  Vista Staff Scheduling — provides a graphical employee roster system at cinema locations. ABOUT VISTA 1 .a customer relation management program for the creation. vouchers and passes. Users can also write reviews for films and tell friends about films on their wish list. then invite friends to purchase those seats.provides film information and session times from the customer's mobile phone. stocking. About VistaConnect VistaConnect is a service that enables Vista products to remotely access film.  Vista Call Centre — provides a central web based application for booking and selling seats across a circuit of cinemas.  Vista MobileCinema .  Vista Vouchers and Gift Cards — a companion product to Vista Head Office that controls the ordering.  Vista Head Office — provides central maintenance of key cinema data. a film settlements system and a business intelligence system for analysing circuit wide performance.  Vista Kiosk . session and loyalty member information.  Vista Internet Ticketing — a customisable system that enables ticket sales on the Internet along with display of show times and movie information.  Vista CashDesk — a companion product for Vista Back Office for cinemas that wish to have higher levels of cash and treasury control within the cinema.  Vista Film Programming — a companion product to Head Office.

ABOUT VISTACONNECT 2 .

346 About this document The VistaConnect User Guide is intended for administrative personnel who are responsible for maintaining and configuring the following Vista products:  Vista Call Centre  Vista Internet Ticketing  Vista IVR ABOUT THIS DOCUMENT 3 .Word count: 7.

click Create. c) Click Match sites with same name to link any sites which have identical names. 4. 5. click Link Sites. Note: This will not change the connection set for any sites that are already linked. but it will overwrite any unsaved links the user has made. The Users cabinet appears. In Vista Connect.Creating user accounts in Back Office You will need:  Sysadmin or IVRAdmin rights 1. In the ribbon. 3. The User maintenance form appears. On the Home toolbar. 3. This reduces the amount of data entry required at each site. The Link Sites (page 27) window is displayed. In the Folders menu. or Create a new record if one doesn't exist. 5. Click . open the Sites cabinet: General Maintenance > Sites 2. Sites configured in Head Office are linked to Sites configured in Connect to ensure that site data such as address and contact details are downloaded from Head Office. Open Back Office. The Server Name and Sales Server fields will be populated with the Server Name and Sales Server Web Service URL as configured on the Connection Details tab in Site maintenance in Head Office. 4. 2. Click Apply to save any new links and to create any new Site records required. click Environment Folder > Security Settings > Users. Open a Site record. CREATING USER ACCOUNTS IN BACK OFFICE 4 . Sites Sites in Vista Connect are used to configure how Sites in Vista BackOffice interact with remote sales channels such as IVR and Internet Ticketing. d) Click Create missing sites to set any unlinked sites to <Create a New Site>. b) Select <Create a New Site> to create a new Connect Site to link to an individual Head Office Site. Vista Connect can be used to synchronise site information between Head Office and the cinemas in your organisation. The table displays Sites configured in Head Office that have not yet been linked to a Site configured in Connect. Linking Sites can be done in different ways: a) Select a configured Connect Site to link to an individual Head Office Site. Enter the details for the user you want to create. 1.

Sites can be added to configured Site Groups in Site (page 4) maintenance. SITE GROUPS 5 . For example: You may wish to create a Site Group for each city where your organisation has sites. This allows calls placed to IVR to be filtered by area code.Word count: 7. Site Groups can be configured with an Area Code. click the Open button to display the Site Group (page 28) maintenance form. a group for each suburb in a city. or if necessary.346 Site Groups Site Groups can be used to group Sites together based on geographic location. The configured Site Groups are displayed in the Site Groups cabinet.

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2.  IVR Admin: Allows the employee full access to all aspects of the IVR system. In the Folders menu. 13. Choose the languages that you want the IVR to support. Assign employees to IVR user groups. cinemas. 9. Select the sites that you want to make available through this IVR server. and languages. open the cabinet Environment Folder > Security Folder > Users. 4. The IVR Server window appears. 10. 5. In VistaConnect. Open Back Office. Select the IVR server that you want to configure and click Open. 11. 6. and choose one as the IVR's Default Language. click IVR Servers.  IVR Recorder: Allows the employee to record phrases for the IVR. 14. The User window appears. Click . In the User tab. Choose the cinemas that you want to make available to callers through Vista IVR. You will need:  System administrator-level access to Vista  To have created a user account (see "Creating user accounts in Back Office" on page 4) for each employee who will work with IVR Employees who administer the Vista IVR system must belong to one or more of the Vista User Groups:  IVR Manager: Allows the employee to record. edit. click IVR Languages. In the Folders menu. 12. 15. and delete phrases for the IVR. Click the Cinemas tab. Select the employee who you want to give access to Vista IVR and click Open. The IVR Server window appears. 1. Select the languages that you want the IVR to support. CONFIGURING CONNECT FOR VISTA IVR 7 . Enter the appropriate options (see "IVR Server: Cinemas" page 23) for each cinema. 3. select the User Group that corresponds to the level of access you want the employee to have. 7.Configuring Connect for Vista IVR 1. including managing phrases. Open Back Office. 8.

In the Import Recordings window. displaying the list of files and their matching phrases. 2. If a file name is matched to the wrong phrase (or to no phrase). 3. with file names that correspond to Phrase IDs (for example.wav). Click Upload. 17. Choose the call flow options (see "IVR Server: Call Flow Configuration" page 24) that you want for the selected IVR server. The IVR Server window appears. mono ALaw codec (or ULaw if in United States) audio files. Choose call flow options. The Import Recordings window appears. IVR Recorder. In the Folders menu. Create or import phrase recordings. click IVR Servers. 22. Open Back Office. Instead of creating recordings for phrases with Phrase Manager (see "Creating a recording using a computer and microphone" on page 17). or IVR Admin.wav. 5.16. 21. Click . The files must be contained in the same folder.wav. Click Import Recordings. Select the IVR server that you want to configure and click Open. This method allows your organisation to outsource the creation of recordings. click Phrase Manager. 4. 6. check that each file name is matched with the correct phrase. 23. 432. 20. A set of 8KHz. 18. Select the folder that contains the files you want to import. You will need:   to belong to one of the user groups: IVR Manager or IVR Admin. you may import one or more existing audio files to use as phrase recordings. select the correct phrase from the phrase list. Click the Call Flow Configuration tab. 8bit. in WAV or VOX file format. a microphone installed on your computer CONFIGURING CONNECT FOR VISTA IVR 8 . The Phrase Manager window appears. 1. 433. 19. In the Folders menu. You will need:   to belong to one of the user groups: IVR Manager. Open Back Office. 444.

8. and may also display a customised script. If this is the first recording for the phrase. click Phrase Manager. The Phrase Recording window appears. 5. (Optional) To remove silence or extraneous sounds from the start or end of your recording. 7. check that the Language is correct for the recording that you want to approve. 1. The Phrase Recording window displays a standard script. You will need:  to belong to one of the user groups: IVR Manager or IVR Admin. Click Stop.1. if one exists. Open Back Office. otherwise. Click Save. 2. The Phrase Manager window appears. Note: A phrase can only have one approved recording. CONFIGURING CONNECT FOR VISTA IVR 9 . To listen to your recording. 4. Otherwise. Open Back Office. 6. In the Folders menu. the recording becomes an alternative recording for the phrase. 3. 9. 2. click once on the phrase's row. 1. revoke (see "Revoking a recording" on page 20) the currently approved recording first. check that the Language is correct for the phrase that you want to record. Approve phrase recordings. Click Add Recording. Read the customised script. click Play. Select the phrase that you want to record. The Phrase Manager window appears. Select the recording that you want to approve.  Selecting a phrase's current recording In Phrase Manager. read the standard script. it becomes that phrase's current recording. click Phrase Manager. 3. 10. To approve a different recording. 4. In the Folders menu. In the ribbon. In the ribbon. The steps involved in selecting a recording depend on whether the recording is a phrase's current or alternative recording. trim the recording (see "Trimming a recording" on page 21). Click Record and read the script into your microphone.

In Phrase Manager. select Active. 4. 3. Open Back Office. Selecting one of a phrase's alternative recordings 1. 1. 5. 2. Select the IVR server that you want to configure and click Open. The former current recording becomes an alternative recording. Click once on an alternative recording from the list. 3. Activate the IVR. In the ribbon. it becomes the current recording. The IVR Server window appears. click IVR Servers. In the status list. click the + symbol beside phrase's row to open the list of alternative recordings. click Approve. CONFIGURING CONNECT FOR VISTA IVR 10 . If the approved recording was an alternative recording. 2. In the Folders menu.

 IVR Recorder: Allows the employee to record phrases for the IVR. In the User tab.Assigning employees to IVR user groups You will need:  System administrator-level access to Vista  To have created a user account (see "Creating user accounts in Back Office" on page 4) for each employee who will work with IVR Employees who administer the Vista IVR system must belong to one or more of the Vista User Groups:  IVR Manager: Allows the employee to record. 2. and delete phrases for the IVR.  IVR Admin: Allows the employee full access to all aspects of the IVR system. The User window appears. including managing phrases. 3. open the cabinet Environment Folder > Security Folder > Users. CONFIGURING CONNECT FOR VISTA IVR 11 . cinemas. Select the employee who you want to give access to Vista IVR and click Open. edit. In VistaConnect. 4. select the User Group that corresponds to the level of access you want the employee to have. 1. and languages. Click .

click IVR Servers. CONFIGURING CONNECT FOR VISTA IVR 12 . In the Folders menu. 3. 5. 2. Select the sites that you want to make available through this IVR server.Choosing cinemas available through Vista IVR 1. Enter the appropriate options (see "IVR Server: Cinemas" page 23) for each cinema. Click the Cinemas tab. 4. Open Back Office. The IVR Server window appears. 6. Select the IVR server that you want to configure and click Open.

Choosing languages available through Vista IVR 1. 2. 4. and choose one as the IVR's Default Language. 3. Select the languages that you want the IVR to support. Open Back Office. In the Folders menu. click IVR Languages. Click . CONFIGURING CONNECT FOR VISTA IVR 13 . The IVR Server window appears.

The IVR Server window appears. select Active. 4. Select the IVR server that you want to configure and click Open. The IVR Server window appears. click IVR Servers. 2.Configuring Vista IVR call flow 1. CONFIGURING CONNECT FOR VISTA IVR 14 . Open Back Office. Click the Call Flow Configuration tab. 3. Select the IVR server that you want to configure and click Open. click IVR Servers. In the Folders menu. Choose the call flow options (see "IVR Server: Call Flow Configuration" page 24) that you want for the selected IVR server. In the Folders menu. 3. 5. In the status list. Open Back Office. 4. Activating an IVR 1. 2.

Click . Open Back Office.Changing the description of an IVR server 1. click IVR Servers. 4. In the Folders menu. Select the IVR server that you want to configure and click Open. 2. 3. The IVR Server window appears. CONFIGURING CONNECT FOR VISTA IVR 15 . edit the Description. 5. In the IVR Server tab.

3. Repeat steps 1 to 3 for all IVR Servers that you wish to filter Cinemas by area code. each IVR Server must be configured to detect the customer's area code. Note: The Area Code should exclude any leading zeros that make up the Trunk Prefix. On the main IVR Server tab.Filtering Cinemas by Area Code It is possible to configure the IVR system to filter the Cinemas presented to the customer based on the telephone Area Code. Note that the settings in IVR Server maintenance control each individual IVR Server. Repeat steps 3 and 4 until all Sites have been configured with the relevant Site Group. Open an existing IVR Server maintenance record. 5. 1. First. the following process will be used to determine the calling customer's area code: CONFIGURING CONNECT FOR VISTA IVR 16 . Connect > IVR > IVR Servers 2. Next. Connect > General Maintenance > Site Groups 2. select the Automatically detect customer's Area Code checkbox. When a configured IVR Server receives a call. configure the relevant Country Code and Area Code for where the IVR Server is located. add the Site Group that has the area code that the Site is located in. Site Group records must be created to group Sites together based on the area code. or prompted for and manually entered by the customer. On the Site Groups tab. Create a Site Group record for each area code you have Sites in. 1. and do not apply globally to all IVRs that use Vista Connect. 3. Open an existing Site maintenance record. Connect > General Maintenance > Sites 4. The area code can either be automatically detected by the IVR system. 4. On the Call Flow Configuration tab. Open Site Group maintenance.

If the country code does not match.  If the phone number does not have a leading + symbol or a leading 0 then the call will be identified as local. The Phrase Recording window appears.  The customer has entered an invalid area code. IVR Recorder. the caller will be prompted to manually enter an area code. Once the IVR system has an area code for the calling customer. whether it has been detected automatically or entered manually. Read the customised script. check that the Language is correct for the phrase that you want to record. the area code will be automatically detected. If no matching Site Group is found. Once a matching Site Group has been found.  If the phone number has a leading + symbol the call will be identified as international. The Phrase Manager window appears. This will continue until a Site Group is found. In the Folders menu. 3. then the area code will be automatically detected.  The customer is calling from a number in an area code that is not represented by any Site Group. If the country code of the number matches the Country Code configured in IVR Server maintenance. the calling customer will be prompted to manually enter an area code. if one exists. read the standard script. click Phrase Manager. the caller will be prompted to manually enter an area code. 2.  If the phone number has no leading + symbol. 4. Click Add Recording. CONFIGURING CONNECT FOR VISTA IVR 17 . and may also display a customised script. otherwise. The Phrase Recording window displays a standard script. The Area Code as configured in IVR Server maintenance will be used as the area code for the calling customer. only the Sites/Cinemas belonging to that group will be presented to the calling customer. Click Record and read the script into your microphone. but does have a leading 0. 6. If no phone number is available to the IVR. and then the system will attempt to find a matching Site Group again. Open Back Office. or IVR Admin. Click Stop. Select the phrase that you want to record. or until the MaxInputAttempts system setting is exceeded. Working with Phrase Manager Creating a recording using a computer and microphone You will need:   to belong to one of the user groups: IVR Manager. a microphone installed on your computer 1. There are a number of reasons why no matching Site Group could be found for the Area Code:  The customer is calling from a cell phone. 5. In the ribbon. 7. the system will attempt to match the area code to a Site Group.

click once on the phrase's row. Selecting a recording The steps involved in selecting a recording depend on whether the recording is a phrase's current or alternative recording. 1. click the + symbol beside phrase's row to open the list of alternative recordings. IVR Recorder. 3. Editing a recording You will need:  to belong to one of the user groups: IVR Manager. The Phrase Manager window appears. click the + symbol beside phrase's row to open the list of alternative recordings. To listen to your recording. check that the Language is correct for the phrase that you want to edit. click once on the phrase's row. The steps involved in selecting a recording depend on whether the recording is a phrase's current or alternative recording. 2.  Selecting one of a phrase's alternative recordings 1. or IVR Admin.  Selecting a phrase's current recording In Phrase Manager. 2. CONFIGURING CONNECT FOR VISTA IVR 18 . the recording becomes an alternative recording for the phrase. If this is the first recording for the phrase.8.  Selecting one of a phrase's alternative recordings 1. trim the recording (see "Trimming a recording" on page 21). In the Folders menu. (Optional) To remove silence or extraneous sounds from the start or end of your recording. 9. 10. Click once on an alternative recording from the list. In the ribbon. Otherwise. click Phrase Manager. The Phrase Recording window appears. Open Back Office. Click Save. 3. Select the recording that you want to edit. 2. In Phrase Manager. click Play. In Phrase Manager.  Selecting a phrase's current recording In Phrase Manager. 4. it becomes that phrase's current recording. Note: An approved recording can't be edited. Click Edit. Click once on an alternative recording from the list.

1. In the Folders menu. 433. Select the folder that contains the files you want to import. In the Import Recordings window.wav. check that the Language is correct for the recording that you want to approve. If a file name is matched to the wrong phrase (or to no phrase). select the correct phrase from the phrase list. To approve a different recording. 432. This method allows your organisation to outsource the creation of recordings. Importing a recording You will need:   to belong to one of the user groups: IVR Manager or IVR Admin. A set of 8KHz.4.wav). Open Back Office. revoke (see "Revoking a recording" on page 20) the currently approved recording first. Instead of creating recordings for phrases with Phrase Manager (see "Creating a recording using a computer and microphone" on page 17). Click Import Recordings. 2. you may import one or more existing audio files to use as phrase recordings. with file names that correspond to Phrase IDs (for example. Re-record or trim (see "Trimming a recording" on page 21) the recording. 5. mono ALaw codec (or ULaw if in United States) audio files. In the ribbon. The Import Recordings window appears. The Phrase Manager window appears. displaying the list of files and their matching phrases. 444. CONFIGURING CONNECT FOR VISTA IVR 19 . Approving a recording You will need:  to belong to one of the user groups: IVR Manager or IVR Admin. Click Save.wav. 4. The files must be contained in the same folder. check that each file name is matched with the correct phrase. 6. click Phrase Manager. 3. Click Upload. 8bit. click Phrase Manager. Note: A phrase can only have one approved recording. Open Back Office. 2. in WAV or VOX file format. 5. 3. The Phrase Manager window appears. 1. In the Folders menu.

check that the Language is correct for the recording that you want to delete. click the + symbol beside phrase's row to open the list of alternative recordings. In Phrase Manager. The Phrase Manager window appears. 1. click Approve. To approve a different recording. If the approved recording was an alternative recording. it becomes the current recording.  Selecting one of a phrase's alternative recordings 1. The steps involved in selecting a recording depend on whether the recording is a phrase's current or alternative recording. In the Folders menu. click once on the phrase's row. Note: A phrase can only have one approved recording. check that the Language is correct for the recording that you want to revoke. 1. click once on the phrase's row. 2. Deleting a recording You will need:  to belong to one of the user groups: IVR Manager or IVR Admin. revoke (see "Revoking a recording" on page 20) the currently approved recording. CONFIGURING CONNECT FOR VISTA IVR 20 . Note: Only an approved recording can be revoked. click Phrase Manager. In the Folders menu. The former current recording becomes an alternative recording. 2.  Selecting a phrase's current recording In Phrase Manager. In the ribbon. The Phrase Manager window appears. Open Back Office. click Phrase Manager. In the ribbon. 2. Click once on an alternative recording from the list. In the ribbon. 1. Select the current recording that you want to revoke. Open Back Office. 3. Revoking a recording You will need:  to belong to one of the user groups: IVR Manager or IVR Admin. 3. 4. In the ribbon. In Phrase Manager. 3.4. click Revoke Approval. Select the recording that you want to approve.

Trimming a recording You will need:  to belong to one of the user groups: IVR Manager. Customising a phrase recording script You will need:  to belong to one of the user groups: IVR Manager. 2. CONFIGURING CONNECT FOR VISTA IVR 21 . click Delete. The steps involved in selecting a recording depend on whether the recording is a phrase's current or alternative recording. Click once on an alternative recording from the list. You can't edit an approved recording. select the part of the recording that you want to remove. 1. Click Play.  Selecting one of a phrase's alternative recordings 1. The selected part is removed from the recording. In the ribbon.4. or IVR Admin. IVR Recorder. Open the recording for editing (see "Editing a recording" on page 18). Click Trim. In Phrase Manager. 4. In the waveform display area. or IVR AdministratorIVR Admin. IVR Recorder. 3. 3. 2. Select the recording that you want to delete. or IVR Admin. revoke the recording (see "Revoking a recording" on page 20) first. a computer with speakers or headphones 1. 2. Open the recording for editing (see "Editing a recording" on page 18). click the + symbol beside phrase's row to open the list of alternative recordings. IVR Recorder. click once on the phrase's row.  Selecting a phrase's current recording In Phrase Manager. Listening to a recording You will need:   to belong to one of the user groups: IVR Manager. Click Save.

check that the Language is correct for the script you want to customise. It is recommended that this be opened in Microsoft Excel as an XML Table.XML file containing the PhraseID and Script of the selected phrases. The Save dialog will appear. and then either printed. Open Back Office. The Phrase Recording window appears. In the ribbon. Enter a filename and click Save. Click Edit. In the Folders menu. In Vista Connect. click Phrase Manager. Exporting a script In the Phrase Manager application in Vista Connect. 4. 1. The Phrase Manager window appears. This may be useful for sending to a professional recording studio to create recordings of phrases. 2. Select one or more recordings to export the scripts for.1. 7. 3. Select the phrase whose script you want to customise. 5. Click the Export Scripts button in the ribbon. or leave all recordings unselected to export all scripts. or saved in a format that is convenient for the intended destination. This will create an . Click Save. it is possible to export a text script of phrases. open the Phrase Manager application. Connect > IVR > Phrase Manager 2. 3. 4. Type your custom text in the Customised Script box. 6. CONFIGURING CONNECT FOR VISTA IVR 22 .

This option is only available when Offer Site to Caller but Only Make Sessions for One Cinema Available is selected. Specify the rows that you consider "undesirable" for each cinema's screen. This number is used to construct a session's quick code. Use this option to prevent patrons from being disappointed with worse-than-expected seats upon their arrival at the auditorium. the IVR plays an announcement if the only seats remaining are in undesirable rows (for example. and is offered sessions at that chosen cinema. A 2-digit code that represents a site. This option is only available when Offer Cinemas Individually to Caller is selected.Reference information IVR Server IVR Server: Cinemas Option Allowed Values Offer Site to Caller and Make Sessions for All Cinemas Available Only sessions for the Available Cinema are offered to the caller through the IVR. Offer Site to Caller but Only Make Sessions for One Cinema available Available Cinema Offer Cinemas Individually to Caller Inform Caller when Only Undesirable Rows are Available Site Quick Code Description Sessions for all cinemas at the selected site are offered to the caller through the IVR. the front rows). any cinema at the selected site Only sessions at this cinema will be offered through the IVR for the selected site. A 2-digit code that represents a cinema. This number is used to construct a session's quick code. When a caller books tickets to a session. 23 . This option is only available when the Offer Site to Caller and Make Sessions for All Cinemas Available or Offer Site to Caller but Only Make Sessions for One Cinema Available Cinema Quick Code REFERENCE INFORMATION is selected. The caller is invited to choose from among the selected cinemas.

Available Cinema Inform Caller when cleared there is Only One selected Available Ticket Type The IVR prompt that asks the caller to select a ticket type is suppressed when there is only one ticket type available for the caller's chosen session. Callers may book tickets. press 1 For day of the month. at the same prompt. Callers may not book or order tickets through the selected IVR server. press 6). but are presented with more complex choices. Use this option to provide an "information only" service. press 6 Or. press 5 For Sunday. but must go through more steps to enter a date. enter the date as two digits for the day followed by two digits for the month. and asks the caller to confirm that the information is correct. No Bookings Paid Bookings Unpaid Bookings Paid and Unpaid Bookings Callers may both book and pay for tickets through the IVR. Offer Day of Week and Day of Month in the same menu "… For Saturday. where callers can obtain information about films playing and session times. through the IVR. whether the caller must enter a credit card number. Callers are asked to enter the date in either a weekday or as a date. The caller is invited to enter a quick code at the IVR's main menu. or as a date (For the 2nd of March. the 2nd of March as 0203. Callers may order tickets through the IVR." With this option. After the caller has decided on a date format. but cannot pay. For day of the week. enter 0203). callers have to complete fewer steps in the IVR. Callers are asked to decide whether they want to enter the date as a weekday (For Sunday.IVR Server: Call Flow Configuration Option Allowed Values cleared selected Inform Caller when cleared there is Only one selected Allow Bookings to Multiple Sessions Description Callers may book tickets to different sessions in the same call. callers have greater control about how they interact with the IVR. but must provide payment at the same time. Optional REFERENCE INFORMATION 24 . Require Credit Card Yes No Number For unpaid bookings. The IVR prompt that asks the caller to select a cinema is suppressed when sessions from only one cinema are available. Caller to Confirm cleared Choice at Each Step selected The IVR repeats the information entered by the caller. press 2" With this option. For example. the IVR asks the caller to enter a date using a prompt specific to that date format. Enable Quick Codes cleared Offer Concessions selected cleared selected The IVR invites the caller to order concession items. Separate Day of Week and Day of Month when possible "You can select by day of the month or by day of the week.

For booking and ticket orders. Only Take Unpaid Bookings for this Cinema Allow Loyalty Point cleared selected Accrual for this Cinema Country Code cleared selected 1–10 characters 1–6 characters Digits to Remove 1–10 digits Display Group 1–50 characters This is the Gift Store Short Name REFERENCE INFORMATION If the checkbox is selected. If the checkbox is selected. Loyalty Code 1-10 characters Name 1–50 characters cleared selected The Loyalty Site ID. whether the caller must provide a phone number. For example: If the Country Code is 64 and the Digits to Remove is 1. the Site will be designated as the Gift Store. used to link the Connect Site with the corresponding Site in Loyalty. An abbreviated name of the Site. Note: This is used by the iPhone application. the Site will be grouped together with other Sites from the same Display Group. If the checkbox is selected. Loyalty Points can be accrued with purchases through remote sales channels at this Site. the IVR announces the total value of the order before processing payment. The name of the Site. a SMS Booking Confirmation message for a customer with the mobile number 021665887 will be sent to 6421665887. Note: Once the Site record has been saved. The phone number can be used to identify a patron when he or she arrives at the cinema to pick up booked tickets. The telephone prefix for the country the Site is located in. The booking number can be used to identify a patrion when he or she arrives at the cinema to pick up booked tickets. The number of leading digits to remove from the Customer's mobile number. this field cannot be edited. For example: A site in New Zealand would use 64. After booking has been completed and a session confirmed. Used in conjunction with Country Code for sending SMS Booking Confirmation messages. This is used when sending SMS Booking Confirmation messages. Site Site Option Site Code Allowed Values 1–10 characters Description A unique code used to identify the Site. only unpaid bookings can be made through remote sales channels at this Site.Require Card Security Code Require Phone Number cleared selected Yes No Voluntary Include Total Order cleared selected in Confirmation Inform Customer of cleared the Booking Number selected Callers must enter their credit card's security code. The IVR will announce a booking number to the caller after a booking or order has been processed. 25 . If specified.

Server Name 1–255 characters Use Web Service cleared selected Timeout (sec) Any numerical value The name of the server hosting Sales Server for this Site.Thumbnail URL 1–255 characters The URL to a thumbnail image of the Site. The number of seconds Connect will wait for a response from the Site's Sale Server Web Service before timing out. integrated payments will be routed through the instance of Sales Server Web Service located at the given URL. This can also be configured in the Alternate Language. Site Groups Option REFERENCE INFORMATION Allowed Values Description 26 . If the checkbox is cleared. remote sales channels communicate with Sales Server via a Web Service. For example: 60 Khyber Pass Road The second line of the Site's address. If the checkbox is selected. The contact phone numbers for the Site.7624 The time zone of the geographical area where the Site is located. This can also be configured in the Alternate Language. An extended description of the Site. The format is degrees (-180 to 180) and minutes to four decimal places. The fax number at the Site. Note: Public Transport information is displayed on the iPhone Application. This can also be configured in the Alternate Language.8643 The longitude at which the Site is located. The latitude at which the Site is located. Use a Separate Web cleared selected Service Instance for Payments Location Details Option Address 1 Allowed Values 1-255 characters per line Address 2 1-255 characters per line City Latitude 1–100 characters Any latitude Longitude Any longitude Time Zone Any time zone Time Zone Offset Any time value Phone Numbers 1–15 characters 1–15 characters 1–1000 characters Fax Description Parking Information 1–1000 characters Public Transport 1–1000 characters Description The first line of a Site's address. The difference in time zone between the Connect server and the Site's server. For example: -36. Parking details for the Site. Public transport details for the Site. For example: 174. Note: This is used by the iPhone Application. DCOM will be used. The URL of the Site's Sales Server Web Service is entered in the URL field. If the checkbox is selected. Note: Parking Information is displayed on the iPhone Application. The format is degrees (-90 to 90) and minutes to four decimal places. For example: Newton 1023 The city in which the Site is located.

n/a Sites configured at Head Office. the Server Name and in Vista Connect Sales Server fields will be populated with the Server Name and Sales Server Web Service URL as configured on the Connection Details tab in Site maintenance in Head Office. You must click Apply or Save to save the new links. 27 . Option Match sites with same name Create missing sites Show linked sites Head Office Connect Server Name Sales Server REFERENCE INFORMATION Allowed Values Description Click to automatically link any unlinked Head Office sites to a Connect site with an identical name. this is the Server Name as configured in Site maintenance in Connect. Note: This will not change the connection set for any sites that are already linked. Removes the Site from all Groups the Site Belongs to. Group Adds the Site to all Available Groups. << Groups this Site Belongs to Any configured Site The Site Groups that the Site has already been added Group to. You must click Apply or Save to create a new Site record in Connect with this data. this is the Sales Server Web Service URL as configured on the Connection Details tab in Site maintenance in Head Office. <Create a New Select a site configured in Connect to link to the Head Site> Office site.Available Groups >> Any configured Site The Site Groups that the Site can be added to. 1–255 characteres If a Connect Site is selected. < Removes the Site from the selected Group the Site Belongs to. 1–255 characteres If a Connect Site is selected. including those that are already linked. Click to set any unlinked Head Office site to <Create a New Site>. By default only unlinked sites are displayed. You must click Apply or Save to save the new links. This field is read-only. but it will overwrite any unsaved links the user has made. this is the Web Service URL as configured in Site maintenance in Connect. Any Site configured If you select <Create a New Site>. Click to display all sites. > Adds the Site to the selected Available Group. If <Create a New Site> is selected. If <Create a New Site> is selected. Link Sites This form is accessed from the Home toolbar on the Site (page 25) maintenance form. this is the Server Name as configured on the Connection Details tab in Site maintenance in Head Office.

Any configured Site The Sites that have been added to the Site Group. This is typically the leading zero on an area code. Note: The Area Code should be entered without the Trunk Prefix. The telephone area code of all the Sites in the Site Group. Group 28 .Site Group Site Group Option Name Area Code Sites in Group REFERENCE INFORMATION Allowed Values 1–50 characters 1–5 numerical characters Description The name of the Site Group. This added to the Site is done through Site maintenance. This allows calls placed to IVR to be filtered by area code.

Alternative recordings can be used to store variations of a phrase. which can be enabled for specific events or during specific periods (for example. for example) may enter a quick code to bypass the IVR site. and gives an example of the minimum information that must be provided in the recording. IVR patrons who known a session's quick code (through advertising. CALL FLOW The order in which phrases are presented to a caller. and film menus and arrive directly at the session they are interested in. SCRIPT A script is a textual representation of the kind of audio data that should be recorded for a phrase. cinema. Each language supported in Vista IVR has its own set of phrases. the first recording associated with the phrase. APPROVED RECORDING A recording that has been accepted by an IVR Manager or IVR Admin as the recording to be used for the given phrase in the IVR. or. QUICK CODE A code that uniquely represents a session. The Standard Script is provided by Vista. It may contain branding or describe specific features of your organisation's IVR. The approved recording becomes the phrase's current recording. only one of which is current (the approved recording). PHRASE A unit of language that represents key words in a language (for example: names of weekdays and numbers). A Customised Script is a script that has been created for your specific organisation. RECORDING Audio data associated with a phrase. and always has a standard script. A phrase is uniquely identified by Phrase ID.Glossary of Terms ALTERNATIVE RECORDING Any recording for a phrase that is not the current recording. A phrase may have several alternative recordings. or information that corresponds to a specific point in a call flow. GLOSSARY OF TERMS 29 . if a phrase has no approved recordings. Select the current recording by clicking a phrase in Manager. The IVR Recorder may read the script aloud to create a recording for the phrase. The call flow is determined by the IVR's call flow options (see "IVR Server: Call Flow Configuration" on page 24) and by the choices that the caller makes during the call. CURRENT RECORDING The approved recording for a phrase. It may have a customised script and one or more recordings. seasonal variations of a greeting).

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19. 28 Choosing languages available through Vista IVR • 13 Site Groups • 5 Sites • 4. 21 Assigning employees to IVR user groups • 11 S C SCRIPT • 29 CALL FLOW • 29 Selecting a recording • 18 Changing the description of an IVR server • 15 Site • 25. 27 INDEX 31 . 14. 19 T Trimming a recording • 9. 17. 23 L Link Sites • 4. 19. 11 CURRENT RECORDING • 29 Customising a phrase recording script • 21 D Deleting a recording • 20 E Editing a recording • 18. 12. 21 Exporting a script • 22 F Filtering Cinemas by Area Code • 16 I Importing a recording • 19 IVR Server • 23 Call Flow Configuration • 8. 18. 27 Choosing cinemas available through Vista IVR • 12 Site Group • 5. 5 Configuring Connect for Vista IVR • 7 Configuring Vista IVR call flow • 14 Copyright Notice • ii Creating a recording using a computer and microphone • 8. 7.31 Index Listening to a recording • 21 P A About this document • 3 PHRASE • 29 About Vista • 1 Q About VistaConnect • 1 QUICK CODE • 29 Activating an IVR • 14 R ALTERNATIVE RECORDING • 29 RECORDING • 29 APPROVED RECORDING • 29 Reference information • 23 Approving a recording • 19 Revoking a recording • 9. 29 Cinemas • 7. 20. 21 W Working with Phrase Manager • 17 Creating user accounts in Back Office • 4. 24.